Modem "on another account"

Hi, I recently purchased a new Arris TM822R to replace my rented Comcast modem. It's activated and works great but I can't view my data usage and the modem doesn't show on my account. I called about this and was told it's supposedly "on another Comcast customer's account". I bought it new so I'm not sure how this could've happened.

Re: Modem "on another account"

Hi, lwuki - Thank you for the information. I was able to investigate the issue and now your modem is listed under your account. You should be able to sign in to My Account and view it under devices. Please let me know if you get any issues.

Re: Modem "on another account"

lwuki wrote:

Hi, I recently purchased a new Arris TM822R to replace my rented Comcast modem. It's activated and works great but I can't view my data usage and the modem doesn't show on my account. I called about this and was told it's supposedly "on another Comcast customer's account". I bought it new so I'm not sure how this could've happened.

Is there any way to sort this out?

Thanks!

Did you buy it from a box store or someplace online?

I am not a Comcast employee, I am a paying customer just like you!I am an XFINITY Forum Expert and I am here to help. For information on the program click here.We ask that you post publicly so people with similar questions may benefit from the conversation.Was your question answered? Mark a Best Answer!

I am not a Comcast employee. I am a paying customer just like you! I am an XFINITY Forum Expert and I am here to help.We ask that you post publicly so people with similar questions may benefit.Was your question answered? Mark a Best Answer!

Re: Modem "on another account"

Did you print your receipt from ordering? Do you still have the shipping receipt?

Sometimes a customer will buy something, set it up, and then decide it's not what they wanted or that it doesn't work for them, and they will send it back, neglecting to have it removed from their account. Amazon will just repackage it as new, never thinking it may have been registered, and then sell it again. I am not saying this is what happened in your case, but just passing that tidbit along.

I'll go ahead and escalate this to the Comcast Team available to the forum so they can see what they can do for you. They may reply quickly or within a few days, so be patient.

I am not a Comcast employee, I am a paying customer just like you!I am an XFINITY Forum Expert and I am here to help. For information on the program click here.We ask that you post publicly so people with similar questions may benefit from the conversation.Was your question answered? Mark a Best Answer!

I am not a Comcast employee. I am a paying customer just like you! I am an XFINITY Forum Expert and I am here to help.We ask that you post publicly so people with similar questions may benefit.Was your question answered? Mark a Best Answer!

Re: Modem "on another account"

Hello, lwuki - Could you please send me a screenshot of the order confirmation? I'd also need the CM and EMTA MACs, your full name, address, and a phone number. I can request an investigation and move the modem to your account. Thank you in advance.

I am an Official Comcast Employee. Official Employees are from multiple teams within Comcast: Product, Support, Leadership.We ask that you post publicly so people with similar questions may benefit from the conversation.Was your question answered? Mark a Best Answer!

I am an Offical Comcast Employee.Official Employees are from multiple teams within Comcast.We ask that you post publicly so people with similar questions may benefit.Was your question answered? Mark a Best Answer!

I am a Comcast Employee.Please post so people with similar questions may benefit.

Re: Modem "on another account"

Hi, lwuki - Thank you for the information. I was able to investigate the issue and now your modem is listed under your account. You should be able to sign in to My Account and view it under devices. Please let me know if you get any issues.

I am an Official Comcast Employee. Official Employees are from multiple teams within Comcast: Product, Support, Leadership.We ask that you post publicly so people with similar questions may benefit from the conversation.Was your question answered? Mark a Best Answer!

I am an Offical Comcast Employee.Official Employees are from multiple teams within Comcast.We ask that you post publicly so people with similar questions may benefit.Was your question answered? Mark a Best Answer!

I am a Comcast Employee.Please post so people with similar questions may benefit.

Re: Modem "on another account"

Awesome I'm always happy to help, thank you for using our Xfinity Forum. Have a wonderful day!

I am an Official Comcast Employee. Official Employees are from multiple teams within Comcast: Product, Support, Leadership.We ask that you post publicly so people with similar questions may benefit from the conversation.Was your question answered? Mark a Best Answer!

I am an Offical Comcast Employee.Official Employees are from multiple teams within Comcast.We ask that you post publicly so people with similar questions may benefit.Was your question answered? Mark a Best Answer!

I am a Comcast Employee.Please post so people with similar questions may benefit.